Lagos (Nigeria): Stakeholders in Nigeria’s telecommunications industry have called for stronger collaboration among regulators, operators and consumers to address poor network quality and enhance service delivery nationwide.
The call was made at the 94th Edition of the Telecom Consumer Parliament (TCP) organised by the Nigerian Communications Commission (NCC) in Lagos on Tuesday.
The theme of the event was “Addressing Network Quality for Improved Consumer Experience.”
The Executive Vice-Chairman of the NCC, Dr Aminu Maida, said that improving network performance required collective responsibility and renewed focus on consumer satisfaction.
“Quality of service delivery is non-negotiable. Consumers have the right to reliable, efficient and high-quality telecom services,” Maida said.
He explained that the Commission had implemented several initiatives anchored on transparency, accountability and consumer protection to raise service standards.
These, he said, included updated quality of service regulations with clearer benchmarks for operators and a bi-weekly internal review of network performance.
The NCC boss added that enforcement of the Presidential Order on Protection of Critical National Infrastructure, along with a joint task force with the Central Bank of Nigeria, was also implemented to resolve failed electronic payment issues.
“We have also introduced a tariff adjustment policy to restore market stability and investor confidence.
“Soon, consumers will be able to access public network coverage maps and operator performance reports to make informed decisions,” Maida said.
He noted that while Nigeria’s telecom industry had expanded from fewer than 500,000 active lines at liberalisation to nearly 170 million active subscriptions and 78 per cent teledensity, growth must be matched by a better quality of experience.
“Improving network quality is a shared responsibility. Regulators, operators, infrastructure providers, government stakeholders and consumers all have roles to play in building a resilient telecoms ecosystem,” Maida said.
In her remarks, the Executive Commissioner, Stakeholder Management, Rimini Makama, said the consumer parliament had remained a credible platform for open dialogue and collaboration between the Commission, industry players and the public.
“Over the years, this forum has deepened understanding and strengthened trust among consumers, operators and regulators.
“Our commitment is to ensure reliable, efficient and affordable telecom services that reflect consumer priorities,” Makama said.
She said the sessions would focus on more intelligent data management, addressing failed transactions and promoting better consumer experiences through collective stakeholder action.
“As we share ideas, we must continue to put the consumer first. Their trust and experience are what drive progress in this industry,” she added.